Operations Manager - Andromeda - Mumbai

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Designation:

Operations Manager

Location:

Mumbai

                                                                                

Qualification:

Graduates

Post graduate preferred

CTC:

Upto 4.20 lacs per annum

No. Of Years of Work Experience:

5 + years of experience

No. Of Vacancies:

1 (One) 

JobProfile:

To ensure desired customer delight by providing satisfactory response to customer interaction.

• To achieve desired contact center business plan results for revenue & costs.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Identify steps in work processes.
• Identify improvement opportunities.
• Test improvement opportunities.
• Fully implement improvements with best results.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To track & ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
• Effectively manage shift operations.
• Prepare work/manpower schedules.
• Prepare contingency plans.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Recruit, train & retain team in conjunction with HR for optimum performance.
• Mentor and develop the team.

Desired Candidate Profile:

The incumbent should preferably have experience in the field of customer service for an outbound Insurance sales process from domestic BPO

Industry:

Domestic BPO

Reporting To:

As per the Hierarchy

Open to Relocation:

NO (Localities ONLY)